{ "ucid": "21112178946174781", "call_date": "2026-09-15", "start_time": "2026-09-15 14:12:27", "end_time": "2026-09-15 14:13:29", "duration_sec": 62, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Call_back_later", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9751b48563f29a1d23b1b9da2a61587d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 77, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946174781__DIA9751b48563f29a1d23b1b9da2a61587d.mp3", "audio_bytes": 143640, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 47.88, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello.\n[3s] AGENT: Hello.\n[4s] CUSTOMER: Hello.\n[5s] AGENT: Patel?\n[6s] CUSTOMER: Hello.\n[7s] AGENT: Hello.\n[8s] AGENT: Chirag ji, Sudip here from JSW One MSME Jindal Steel.\n[11s] CUSTOMER: Yes, tell me. (हां जी, बोलिए।)\n[12s] AGENT: Chirag ji, your company Shivakash Laser Tech Industries was registered on our portal, for this... this was a follow-up call regarding your steel procurement, sir. (चिराग जी, आपकी कंपनी शिवाकाश लेजर टेक इंडस्ट्रीज रजिस्टर्ड थी हमारे पोर्टल पर, फॉर दिस आपके स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था सर।)\n[17s] CUSTOMER: Okay.\n[17s] AGENT: Just wanted to understand, do you have any requirement right now in MS grade, HR V250, 350, sir? (Just wanted to understand अभी MS ग्रेड में HR V250, 350 में कुछ रिक्वायरमेंट है सर आपको?)\n[22s] CUSTOMER: Uh no sir, not right now. (अह नहीं सर, अभी तो कुछ नहीं है।)\n[24s] AGENT: Oh, okay okay. When can it come, sir? By the way sir, I'll schedule the next follow-up call, Chirag ji. (ओह, ओके ओके। कब तक आ सकती है सर? वैसे सर, नेक्स्ट फॉलो-अप कॉल रखता हूं चिराग जी।)\n[28s] CUSTOMER: Uh sir, one week. (अह सर, one week.)\n[29s] AGENT: In one week? Okay. I'll call you by 21st, okay? (One week में? Okay. I'll call you by 21st, okay?)\n[32s] CUSTOMER: Okay, okay.\n[32s] AGENT: Alright? Thank you. (ठीक है? Thank you.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "clear: Some background office noise is present but doesn't significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "17 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You missed the opportunity to build value by skipping the hook and discovery; even with no immediate need, a hook gives the customer a reason to remember you for their next requirement.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent followed up with a registered lead from a laser tech company. The agent skipped the hook and discovery, asking directly for a current requirement. The customer had no immediate need but suggested a requirement might arise in one week, so the agent scheduled a specific callback.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Chirag ji, Sudip here from JSW One MSME Jindal Steel.\", \"comment\": \"The agent successfully introduced themself, the company, and used the customer's name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook and went directly to a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Just wanted to understand, do you have any requirement right now in MS grade, HR V250, 350, sir?\", \"comment\": \"The agent correctly asked if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll call you by 21st, okay?\", \"comment\": \"The agent secured a specific callback date after the customer indicated a future need.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the opportunity to build value by skipping the hook and discovery; even with no immediate need, a hook gives the customer a reason to remember you for their next requirement.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent followed up with a registered lead from a laser tech company. The agent skipped the hook and discovery, asking directly for a current requirement. The customer had no immediate need but suggested a requirement might arise in one week, so the agent scheduled a specific callback.\"}", "error": null, "latency_ms": 32905, "input_tokens": 3011, "output_tokens": 706, "created_at": "2026-09-25 10:48:22", "sentiment": "positive", "sentiment_score": 0.204, "sentiment_confidence": "high", "pos": 2, "neg": 1, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.771, "agent_talk_sec": 19.2, "customer_talk_sec": 5.7, "dead_air_sec": 37.1, "longest_monologue_sec": 5.3, "agent_wpm": 284.4, "interruptions": 0, "agent_turns": 9, "customer_turns": 8, "discovery_qs": 6, "words_agent": 91, "words_customer": 19, "monologue_heavy": 1, "turns": [ { "ucid": "21112178946174781", "idx": 0, "speaker": "customer", "start_s": 1.8, "end_s": 2.21, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946174781", "idx": 1, "speaker": "agent", "start_s": 3.1, "end_s": 3.48, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946174781", "idx": 2, "speaker": "customer", "start_s": 4.5, "end_s": 5.0, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946174781", "idx": 3, "speaker": "agent", "start_s": 5.2, "end_s": 5.6, "text_en": "Patel?", "text_native": "Patel?" }, { "ucid": "21112178946174781", "idx": 4, "speaker": "customer", "start_s": 6.4, "end_s": 6.7, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946174781", "idx": 5, "speaker": "agent", "start_s": 6.9, "end_s": 7.2, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946174781", "idx": 6, "speaker": "agent", "start_s": 7.5, "end_s": 10.2, "text_en": "Chirag ji, Sudip here from JSW One MSME Jindal Steel.", "text_native": "Chirag ji, Sudip here from JSW One MSME Jindal Steel." }, { "ucid": "21112178946174781", "idx": 7, "speaker": "customer", "start_s": 10.7, "end_s": 11.3, "text_en": "Yes, tell me.", "text_native": "हां जी, बोलिए।" }, { "ucid": "21112178946174781", "idx": 8, "speaker": "agent", "start_s": 11.7, "end_s": 17.0, "text_en": "Chirag ji, your company Shivakash Laser Tech Industries was registered on our portal, for this... this was a follow-up call regarding your steel procurement, sir.", "text_native": "चिराग जी, आपकी कंपनी शिवाकाश लेजर टेक इंडस्ट्रीज रजिस्टर्ड थी हमारे पोर्टल पर, फॉर दिस आपके स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था सर।" }, { "ucid": "21112178946174781", "idx": 9, "speaker": "customer", "start_s": 17.0, "end_s": 17.4, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178946174781", "idx": 10, "speaker": "agent", "start_s": 17.4, "end_s": 21.4, "text_en": "Just wanted to understand, do you have any requirement right now in MS grade, HR V250, 350, sir?", "text_native": "Just wanted to understand अभी MS ग्रेड में HR V250, 350 में कुछ रिक्वायरमेंट है सर आपको?" }, { "ucid": "21112178946174781", "idx": 11, "speaker": "customer", "start_s": 22.2, "end_s": 24.0, "text_en": "Uh no sir, not right now.", "text_native": "अह नहीं सर, अभी तो कुछ नहीं है।" }, { "ucid": "21112178946174781", "idx": 12, "speaker": "agent", "start_s": 24.4, "end_s": 27.5, "text_en": "Oh, okay okay. When can it come, sir? By the way sir, I'll schedule the next follow-up call, Chirag ji.", "text_native": "ओह, ओके ओके। कब तक आ सकती है सर? वैसे सर, नेक्स्ट फॉलो-अप कॉल रखता हूं चिराग जी।" }, { "ucid": "21112178946174781", "idx": 13, "speaker": "customer", "start_s": 27.8, "end_s": 28.8, "text_en": "Uh sir, one week.", "text_native": "अह सर, one week." }, { "ucid": "21112178946174781", "idx": 14, "speaker": "agent", "start_s": 29.0, "end_s": 31.2, "text_en": "In one week? Okay. I'll call you by 21st, okay?", "text_native": "One week में? Okay. I'll call you by 21st, okay?" }, { "ucid": "21112178946174781", "idx": 15, "speaker": "customer", "start_s": 31.5, "end_s": 32.2, "text_en": "Okay, okay.", "text_native": "Okay, okay." }, { "ucid": "21112178946174781", "idx": 16, "speaker": "agent", "start_s": 32.3, "end_s": 33.1, "text_en": "Alright? Thank you.", "text_native": "ठीक है? Thank you." } ], "steps": [ { "ucid": "21112178946174781", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Chirag ji, Sudip here from JSW One MSME Jindal Steel.", "comment": "The agent successfully introduced themself, the company, and used the customer's name." }, { "ucid": "21112178946174781", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent skipped the hook and went directly to a qualification question." }, { "ucid": "21112178946174781", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions about the customer's business, volume, or suppliers." }, { "ucid": "21112178946174781", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was performed, and no USPs were pitched." }, { "ucid": "21112178946174781", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Just wanted to understand, do you have any requirement right now in MS grade, HR V250, 350, sir?", "comment": "The agent correctly asked if a current requirement exists." }, { "ucid": "21112178946174781", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I'll call you by 21st, okay?", "comment": "The agent secured a specific callback date after the customer indicated a future need." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }